TLC Associates
Contact Center Outsourcer Streamlines Operations, Grows Revenue With RiverStar.
Industry
Call Center Outsourcing
Key Use Case
Workflow Automation
Solution Deployed
Unified Agent Desktop
Company
TLC Associates is recognized as a top outsourcing company in the US. TLC Associates specializes in B2B and B2C telemarketing and seeks best-in-class technology solutions to provide its front-line resources with the tools they need to achieve superior performance.
Challenge
TLC Associates moved to cloud-based unified communications platform in 2013. While the platform facilitated voice, email, chat and other customer contact channel preferences, several gaps existed in regards to CTI and Call Flow Management.
Solution
RiverStar’s Unified Agent Desktop was deployed on both inbound and outbound campaigns to automate agent workflows and unify the overall desktop experience. Computer telephony integration (CTI) functionality was deployed flawlessly, and RiverStar Studio was deployed to empower TLC Associates to build logic into its call flows — greatly reducing human error in decision making, and ensuring compliance with legal disclosures shared during the sales process.
Key Benefits
Streamlined operations
Market share growth
Improved customer experience
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